Support
Frequently Asked Questions
Last updated: August 19, 2026
Getting started
What do you make?
Custom candles for companies, teams, weddings, events and gifts. There are two ways to work with us.
Make Ours Yours starts with one of our 47 Chicago and suburban neighborhood candles and adds your branding to the box, the candle label, or both. You design it yourself in the builder and see it as you go.
Fully Custom starts from scratch. Your own scent direction, your own artwork, your own story on the box. We design it with you.
What is the minimum order?
12 candles for Make Ours Yours. Fully Custom projects start higher and depend on what you are making, so get in touch and we will tell you straight away whether it is a fit.
How much does it cost?
Make Ours Yours prices live in the builder. Pick your candle, your size and your quantity and the price updates as you go, including branding and shipping. There is nothing hidden at the end. Fully Custom is quoted per project.
Can I see it before I buy?
Yes. The builder shows you your logo on the candle and the box as you work. One thing worth knowing about those previews: they are illustrations, not photographs of your exact candle. They are accurate about your artwork and where it sits, but if you zoom all the way in on the packaging’s fine print you may see wording that is not quite right. The scent copy shown as text on the page is the real wording that prints on your candle.
Artwork and branding
What can I brand?
The gift box, the candle label, or both. They are separate, so you can do one without the other.
What files do you need?
A vector file is best, PDF, AI, EPS or SVG. A high-resolution PNG with a transparent background works too. If all you have is a JPG off your website, send it anyway and we will tell you honestly whether it will hold up at print size.
Can you use a photograph?
Yes, on either surface.
What if my logo does not work at that size?
We will tell you before you pay, not after. The builder flags a file that is too low resolution for the size you have chosen.
Do I need to own the artwork?
Yes. When you upload something you are confirming you have the right to use it. We do not print third-party logos or trademarks without permission from whoever owns them.
Scents
Which scents can I choose?
All 47 of our neighborhood and seasonal candles are available on Make Ours Yours. Each one has its own scent notes, its own inspired-by line and its own Chicago story printed on the box.
Can you make a scent that does not exist yet?
On Fully Custom projects, yes. Custom scent development takes longer and has its own cost, so ask us early.
Can I mix scents in one order?
One scent per order on Make Ours Yours, because the box artwork is specific to the neighborhood. If you want a mixed set, talk to us and we will work out the cleanest way to do it.
Can I get samples first?
Yes. A sample pack is $25 and includes four scent tins, so you can smell the range before you commit. It ships in one to two business days.
Proofs, production and timing
When do I get a proof?
Right after you order. It shows exactly what we are going to print.
Can I change something after I see the proof?
You have 24 hours. Nothing goes to press for a full day after your proof is sent, so if something is wrong, reply and we will fix it. After that window your order is in production and we cannot change it, because your artwork is printed on packaging that cannot be reused.
We would rather you take those 24 hours than not, so open the proof when it arrives. If you are happy and want your candles sooner, tell us to go ahead and we will start right away.
How long does it take?
Timing starts when you receive your proof, not when you order.
| Make Ours Yours, under 50 candles | ships about 2 weeks after your proof |
| Make Ours Yours, 50 or more | ships about 4 to 5 weeks after your proof |
| Fully Custom | ships about 4 to 5 weeks after your proof |
Orders of 50 and up are printed on a commercial press, which is what makes the longer window. Smaller orders use a faster label process.
Why does 50 change things?
At 50 and above your box artwork goes to our commercial printer, which produces a better result but runs on a press schedule. Below 50 we print labels, which is quicker.
I need it faster than that.
Ask. On larger orders we can sometimes move things up. Tell us your date before you order rather than after.
Can I order now for a date months from now?
Yes, and we like it when you do. Tell us when you need them and we will build the schedule backwards from that date.
Shipping
How does normal shipping work?
Everything ships together to one address. Cost is calculated by the case in the builder, so you see it before you check out. Very large orders ship freight and we quote those separately within one business day.
Can you ship to each person individually?
Yes. This is the one most people want and did not know to ask for.
For $15 per recipient we ship each candle in its own 6x6x6 gift box, direct to their door, with a personal message from you inside. You send us a list of names, addresses and messages, and we handle the rest. No addressing 60 packages in your office.
It works for teams, and it works just as well for weddings, bridal parties and anything else where the people are not in one building.
How do I send you the addresses?
Email a spreadsheet to [email protected], the same way you send us artwork. We are not fussy about the format. Send us what you have, we will show you how we have read it, and you confirm before anything ships.
Do the messages have to be different for each person?
They can be. Each person can get their own message, or you can send the same one to everybody.
When do you need the list?
Not to place the order. You can send it right away if you have it, or later. We will remind you as we go, and we will tell you clearly when it is the only thing standing between your candles and their doors.
What if I never send it?
We will hold your finished order for 3 months past its expected delivery date and keep nudging. If we still cannot ship, we will send the whole order to you and refund the per-recipient fee.
What if an address is wrong?
If the parcel comes back to us, we will let you know and reship it to a corrected address for postage and packaging. If the address was valid and the parcel was delivered to it, there is nothing to return, so a replacement is a new candle plus shipping. We ship to exactly what you give us, so it is worth a second look at the list before you send it.
Do you ship outside the US?
We ship within the United States only. Get in touch before you order if you need something else and we will tell you whether we can help.
Problems
Something arrived broken.
Tell us within 14 days with a photo and we will remake or refund it. Candles are glass in a box and occasionally the box loses.
You printed it wrong.
If it does not match your approved proof, that is on us and we will remake it. No argument.
I changed my mind.
If you are inside the 24 hour proof window, reply and we will sort it. After that your artwork is already printed on packaging that cannot be used for anyone else, so we cannot refund it. This is the one place we cannot be flexible, and it is why the 24 hours exists.
Reorders
Can I order the same thing again?
Yes, and it is easier the second time. We keep your artwork on file, so a reorder skips the setup.
Will it look identical?
Very close. Candles are poured in batches and printing varies slightly run to run, so there can be small differences in colour and finish between orders. Nothing anyone would notice side by side on a shelf.
Anything else
Email [email protected] and a person will answer.
Vicinity LLC
3404 N Sheffield Ave, Unit B
Chicago, IL 60657